Security and Ease of Use Are Top Priorities for Mobile Banking App Users
Today, J.D. Power released the results for their 2017 U.S. Banking App and U.S. Credit Card App Satisfaction Studies. The survey found that ease of use was the biggest factor for consumer satisfaction among credit card and mobile banking app users.
What makes a mobile banking app “easy to use”? A great deal of that has to do with the login process. Apps with fingerprint identity verification are easier to use than those that require a PIN or password. Users also prefer apps that give them quick access to their account information, such as the current balance and recent transaction history.
Data security is also a component in consumer satisfaction. Only 44% of bank customers and 46% of credit card customers believe their information is “very secure” on mobile apps. Currently, 31% of retail bank accountholders and 17% of credit cardholders use the apps available through their financial institution.
The J.D. Power study also asked consumers to rank their credit card or mobile banking apps on a 1,000 point satisfaction scale. Capital One had the highest rating for banking apps (870 points), while Discover had the highest rating for credit card apps (895 points). USAA ranked better at the top of both studies (910 for banking, 895 for credit cards), but it could not be considered an official part of the study because of the bank’s strict membership eligibility requirements.